Administrator, Customer Service

ICU Medical · Highland

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Position Summary 

Responsible for responding to customer inquiries and complaints.  Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.

Essential Duties & Responsibilities

• Provide a solution for all callers- if answer is not known- will need to research and follow up
• Log customer data for return processing 
• Answer and log customer phone calls
• Maintain pleasant & positive phone voice and attitude
• Process customer orders
• Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
• Process change requests
• Provide accurate sales rep information to customers upon request 
• Create incidents, tasks, and inquires within ServiceCloud where applicable and respond to those inquiry types assigned to the team. 
• Review orders for product availability
• Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution
• Coordinate with the shipping companies regarding order status and P.O.D’s
• Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
• Ensure phones are covered at all times during normal working hours
• Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
• Other miscellaneous duties or special projects as assigned

Knowledge, Skills & Qualifications

• Basic excel skills
• Be able to come up with creative solutions for customers internal and external with little to no help from a supervisor
• Ability to communicate clearly and effectively- in a positive manner 
• Ability to manage tasks in a high-pressure environment
• Ability to multi-task 
• Ability to work hours from 8:00am-5pm CST
• General knowledge of the manufacturing, sales and distribution processes

Education and Experience 

• High School diploma required; college degree preferred
• ERP experience a plus, computer skills required, working knowledge of MS Office
• Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry 

Minimum Qualifications

• Must be 18 years of age

Travel Requirements

• Typically requires travel less than 5% of the time

Physical Requirements and Work Environment 

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

ICU Medical has consistently provided you with clinical innovations that help solve real-world challenges.

With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings.

We're ready to bring you consistent quality, innovation, and value in more areas than ever. Our focus allows us to bring you:

• Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
• The industry’s broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.
• IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company.
• Significant US IV solutions manufacturing and supply capabilities.

ICU Medical EEO Statement:

ICU Medical is committed to being an Equal Opportunity Employer. We ensure that all qualified applicants receive fair consideration for employment regardless of race, color, nationality or national origin, ethnicity, sex, gender, religion or belief, marital or civil partnership status, sexual orientation, pregnancy or maternity, age, disability, or protected veteran status. 

If you are an individual with a disability and need reasonable accommodation to participate in the employment selection process, please contact us at humanresources@icumed.com. We are committed to providing equal access and opportunities for all candidates.

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